5 Best Tips to Use ITSM Tool

Technology is ever-changing, and organizations are constantly adapting to these changes. With regards to IT service management, there are plenty of tools available in the market and many organizations are using them, but they seek quality implementation advice and tips. To help such organizations, here are some best practices:

Tip #1 Audit Your Old ITSM Failures and Identify the Gaps:

Before choosing any new ITSM processes for your organization, it is ideal to audit and identify your organization’s previous goal. By doing that you will figure out the gaps you are facing in the current situation.

When you are implementing IT service management workflows you cannot have one single approach for that. That is why it is important to identify the key focus of ITSM processes so that it involves the right people and deploys the relevant resources.

You also need to be aware of what is at stake and evaluate the potential risks involved. Based on your audit you will be able to prepare exact strategies for your ITSM process.

Tip #2 Focus on ITSM Metrics:

As soon as you progress on to your ITSM implementation, you should focus on learning its features. Regularly monitor ITSM and help desk’s performance using KPIs and metrics to ensure continuous improvement.

For Example:

  • Lost business hours
  • Change in success rate
  • Describe Infrastructure stability
  • Ticket number drifts
  • Fraction of incidents resolved
  • SLA compliance rate
  • Cost per ticket
  • Software utilization rate
  • Incident response time
  • Incident resolution time
  • Reopen incident rate
  • Problem resolution time

Some ITSM tools offer a built-in reporting facility so that your team can generate various reports that contain high-level granular data and performance analysis that will help your decision-making. This will help you avoid unnecessary time on irrelevant or insignificant metrics.

Tip #3 Involve Stakeholders While Implementing ITSM Tool:

Most projects fail because organizations are unable or unwilling to help employees adopt the change in the system. To conquer this, organizations should create an environment that is responsive to change. 

This can be done by making sure all the stakeholders are aware of the benefits of implementing good ITSM processes.

Involve stakeholders through workshops, meetings, and training, etc. to ensure that everyone is aware of the new processes. This will make your working processes easier and resolve the issues as soon as possible.

Tip #4 Ignore Other Unessential Elements

Sometimes ITSM tools come with lots of additional features that are not useful for some organizations. These features might distract people or they might misuse those features.  So, in such a scenario organizations should avoid or disable those elements to be focused on their core strategies. For example, Motadata offers ITSM solution that aligns to your organizational goals in an uncomplicated and customizable way.

The effectiveness of ITSM software is not based on its features or the technology it is used, but it is useful because of its capability to help organizations develop continuously. Thus, it is essential that before you choose any ITSM tool, you should focus on creating important factors for your business, such as the vision, goals, and strategies your organization must follow. Based on this you will have a clear idea about your ITSM selection process.

Tip #5 Make Firm Decisions

The perspective of the ITSM tool looks good on paper, but if you want to take all the advantages, you need to make some concrete firm decisions. Building appropriate proof-of-concept will help organizations with smooth processes.

At this point, it is important to involve some real users such as IT staff, who are going to use this tool, to get their feedback on the tool. If you use a proof-of-concept before having a tool, you can mold the tool as per your requirements like self-service and self-help options. 

Key Takeaways

The selection of your organization’s ITSM tool will be easier if you follow the above-given tips to fulfill your organization’s requirements. You can simplify your search with the help of professional assistants that help you out choosing the best suitable solution for you as per your business requirements.